The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2024

Customer Journey Orchestration Platforms Vendor Product Comparisons 2024

Key features and pros and cons of top Customer Journey Orchestration Platforms products:

Alterian - Leaders

Pros:

Journey path and success analysis
Generative AI
Real-time decisioning
Identity resolution and privacy
Journey discovery and storytelling capabilities

Cons:

Business impact and journey ROI analysis
Dynamic content personalization
Must continue to invest in business operations intelligence to connect journeys to internal people, processes, and technology
Customer dissatisfaction with the platform's ability to orchestrate employee and partner journeys

CSG - Leaders

Pros:

Data integration
Identity resolution and privacy
Business impact analysis
Data fusion and real-time orchestration
Real-time decisioning

Cons:

Journey discovery and storytelling
Employee and partner journey orchestration
Cross-functional collaboration and usability
Must continue to invest in cross-functional collaboration and usability and employee and partner workflow automation

Qualtrics - Leaders

Pros:

Business operations intelligence (CX and EX correlations)
Employee and partner journey orchestration
Journey path and success analysis
Journey discovery and storytelling
GenAI-powered journey atlas with guidance on taxonomy, KPIs, and orchestrations

Cons:

Cross-journey orchestration
Real-time decisioning
Data fusion across channels and data sources
Must continue to invest in journey ROI analysis

Genesys - Strong Performers

Pros:

Journey hierarchy and strategy optimization
Employee and partner journey orchestration
Platform adoption, scalability, and security
Strategic partnership with Salesforce for CX and EX improvement

Cons:

Dynamic content personalization
Predictive journey AI
Journey simulation and testing
Must continue to invest in integration and orchestration across channels and journeys

Medallia - Strong Performers

Pros:

Real-time decisioning
Journey analytics
Dynamic content personalization
Data fusion across channels and data sources
Journey path and success analysis
Flexibility and ease of integration

Cons:

Employee and partner journey orchestration
Predictive journey AI
Business operations intelligence
GenAI capabilities
Must continue to invest in usability and journey simulation and testing

Engage Hub - Contenders

Pros:

Data fusion
Customer journey analytics
Generative AI
Customer journey orchestration across channels
Journey storytelling
AI-powered cross-channel conversations

Cons:

Business operations intelligence
Predictive journey AI
Employee and partner journey orchestration
Dynamic content personalization
Cross-functional collaboration and usability
Must continue to invest in journey hierarchy and strategy optimization, partner ecosystem, and enterprisewide deployments and adoption

inQuba - Contenders

Pros:

Customer journey orchestration across channels
Business impact analysis
Business operations intelligence
Employee and partner journey orchestration
Security
Journey profitability tracking through goal tracking and value measurement

Cons:

Identity resolution
Customer journey analytics
Dynamic content personalization
Cross-journey orchestration
Must continue to invest in cross-functional collaboration, usability, and speed to execution

Quantum Metric - Contenders

Pros:

Employee and partner journey orchestration
Workflow automation through insights
Journey storytelling
Business impact analysis
Session replay capabilities
Democratizes access to journey analytics

Cons:

Data integration
Journey strategy optimization
Data fusion and identity resolution capabilities
Must continue to invest in data fusion
Must invest more in partner ecosystem

Roojoom - Challengers

Pros:

Predictive journey AI
Generative AI
Journey simulation and testing
AI capabilities and real-time decisioning
AI-powered CJO platform for customer care journeys

Cons:

Business operations intelligence
Journey hierarchy and strategy optimization
Cross-functional collaboration
Must continue to invest in workflow automation and cross-journey orchestration
Needs to step up on scale

FAQs

Q: Which vendors are Leaders in 2024?

A: Alterian, CSG, Qualtrics

Q: What does "Leader" mean in Forrester Wave terms?

A: Leaders in the Forrester Wave are vendors that demonstrate the strongest current offering combined with the strongest strategy. They have the highest scores across both the current offering criteria (which includes capabilities like customer journey analytics, predictive journey AI, real-time decisioning, identity resolution, and privacy) and strategy criteria (including vision, innovation, roadmap, partner ecosystem, adoption, pricing flexibility and transparency, and community). Leaders are positioned in the upper-right quadrant of the Wave graphic, indicating both a stronger current offering (vertical axis) and stronger strategy (horizontal axis) compared to other vendors in the evaluation.

Q: How do I interpret a Forrester Wave?

A: https://www.forrester.com/policies/forrester-wave-methodology/

Report:

Top Vendor Products for Customer Journey Orchestration Platforms in 2024

Customer Journey Orchestration Platforms Vendor Product Comparisons 2024

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FAQs

Q: Which vendors are Leaders in 2024?

Q: What does "Leader" mean in Forrester Wave terms?

Q: How do I interpret a Forrester Wave?

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